System and method to create global conversation thread across communication channels

ABSTRACT

A system for creating a global conversation thread may include a processor that receives data associated with a plurality of conversation threads, each conversation thread comprising one or more conversations between the same people or the same roles. The processor may identify overlapping conversation threads of the plurality of conversation threads based on the data, and group overlapping conversation threads based on people or roles within the conversations. The processor may apply matching rules to identify related conversations including a targeted feature of interest, and create a global conversation thread based on the identified related conversations, the global conversation thread comprising conversation threads across different platforms.

TECHNICAL FIELD

The present application relates generally to conversations that occur onvarious platforms and, more particularly, to creating a globalconversation thread across different communication channels.

BACKGROUND

Bank employees uses various channels to communicate within the bank andto the customers (such as emails, chat, voice). In situations that couldbe characterized as market abuse, the relevant communication usuallyhappens on various channels and also between various parties. Forexample, John may be talking to a counterpart in another brokerage firmto decide the price of a foreign exchange via email or text messaging.Once they arrive at the pricing, John may use his phone to call hisfront desk to place an order to buy or sell certain currency in largenumber. In order to catch such scenarios, monitoring various channelsseparately is not sufficient.

Existing systems apply different techniques such as clustering and topicmodeling to establish closely-related conversations and group themtogether using meta data such as message subject, participants, date ofsubmission, and message content. Most systems analyze differentconversations within the same channel—e.g., reviewing all emails to findemails that are related—and therefore miss information that may bepresent on another communication channel. There is a need for a systemwhich can detect conversation threads across different communicationchannels and different conversation threads within those communicationchannels in order to create a global conversation thread that can beassessed for market abuse scenarios.

The present disclosure is directed to overcoming these and otherproblems of the prior art.

SUMMARY

In some embodiments, a computer-implemented method for creating a globalconversation thread in a data processing system is disclosed. The dataprocessing system may include a processing device and a memorycomprising instructions which are executed by the processor. The methodmay include receiving data associated with a plurality of conversationthreads, each conversation thread comprising one or more conversationsbetween the same people or the same roles; identifying overlappingconversation threads of the plurality of conversation threads based onthe data, grouping overlapping conversation threads based on people orroles within the conversations, applying matching rules to identifyrelated conversations including a targeted feature of interest, andcreating a global conversation thread based on the identified relatedconversations, the global conversation thread comprising conversationthreads across different platforms.

Additional embodiments may include a system and computer program productfor creating the global conversation thread.

BRIEF DESCRIPTION OF THE DRAWINGS

The foregoing and other aspects of the present invention are bestunderstood from the following detailed description when read inconnection with the accompanying drawings. For the purpose ofillustrating the invention, there is shown in the drawings embodimentsthat are presently preferred, it being understood, however, that theinvention is not limited to the specific instrumentalities disclosed.Included in the drawings are the following Figures:

FIG. 1 depicts a schematic diagram of a global conversation system,consistent with disclosed embodiments;

FIG. 2 is a block diagram of an example data processing system in whichaspects of the illustrative embodiments are implemented;

FIG. 3 is a flowchart of an example process for creating a globalconversation thread, consistent with disclosed embodiments;

FIG. 4 is a diagram of a first conversation between individuals,consistent with disclosed embodiments;

FIG. 5 is a diagram of a second conversation between individuals,consistent with disclosed embodiments;

FIG. 6 is a flowchart of an example conversation linking process,consistent with disclosed embodiments; and

FIG. 7 is a diagram of a global conversation thread from the first andsecond conversations, consistent with disclosed embodiments.

DETAILED DESCRIPTION OF EXEMPLARY EMBODIMENTS

Embodiments of the present invention may be a system, a method, and/or acomputer program product. The computer program product may include acomputer readable storage medium (or media) having computer readableprogram instructions thereon for causing a processor to carry outaspects of the present invention.

The computer readable storage medium can be a tangible device that canretain and store instructions for use by an instruction executiondevice. The computer readable storage medium may be, for example, but isnot limited to, an electronic storage device, a magnetic storage device,an optical storage device, an electromagnetic storage device, asemiconductor storage device, or any suitable combination of theforegoing. A non-exhaustive list of more specific examples of thecomputer readable storage medium includes the following: a portablecomputer diskette, a head disk, a random access memory (RAM), aread-only memory (ROM), an erasable programmable read-only memory (EPROMor Flash memory), a static random access memory (SRAM), a portablecompact disc read-only memory (CD-ROM), a digital versatile disk (DVD),a memory stick, a floppy disk, a mechanically encoded device such aspunch-cards or raised structures in a groove having instructionsrecorded thereon, and any suitable combination of the foregoing. Acomputer readable storage medium, as used herein, is not to be construedas being transitory signals per se, such as radio waves or other freelypropagating electromagnetic waves, electromagnetic waves propagatingthrough a waveguide or other transmission media (e.g., light pulsespassing through a fiber-optic cable), or electrical signals transmittedthrough a wire.

Computer readable program instructions described herein can bedownloaded to respective computing/processing devices from a computerreadable storage medium or to an external computer or external storagedevice via a network, for example, the Internet, a local area network(LAN), a wide area network (WAN) and/or a wireless network. The networkmay comprise copper transmission cables, optical transmission fibers,wireless transmission, routers, firewalls, switches, gateway computers,and/or edge servers. A network adapter card or network interface in eachcomputing/processing device receives computer readable programinstructions from the network and forwards the computer readable programinstructions for storage in a computer readable storage medium withinthe respective computing/processing device.

Computer readable program instructions for carrying out operations ofthe present invention may be assembler instructions,instruction-set-architecture (ISA) instructions, machine instructions,machine dependent instructions, microcode, firmware instructions,state-setting data, or either source code or object code written in anycombination of one or more programming languages, including anobject-oriented programming language such as Java, Smalltalk, C++ or thelike, and conventional procedural programming languages, such as the “C”programming language or similar programming languages. The computerreadable program instructions may execute entirely on the user'scomputer, partly on the user's computer, as a stand-alone softwarepackage, partly on the user's computer and partly on a remote computer,or entirely on the remote computer or server. In the latter scenario,the remote computer may be connected to the user's computer through anytype of network, including LAN or WAN, or the connection may be made toan external computer (for example, through the Internet using anInternet Service Provider). In some embodiments, electronic circuitryincluding, for example, programmable logic circuitry, field-programmablegate arrays (FPGA), or programmable logic arrays (PLA) may execute thecomputer readable program instructions by utilizing state information ofthe computer readable program instructions to personalize the electroniccircuitry, in order to perform aspects of the present invention.

Aspects of the present invention are described herein with reference toflowchart illustrations and/or block diagrams of methods, apparatus(systems), and computer program products according to embodiments of theinvention. It will be understood that each block of the flowchartillustrations and/or block diagrams, and combinations of blocks in theflowchart illustrations and/or block diagrams, can be implemented bycomputer readable program instructions.

These computer readable program instructions may be provided to aprocessor of a general purpose computer, special purpose computer, orother programmable data processing apparatus to produce a machine, suchthat the instructions, which execute via the processor of the computeror other programmable data processing apparatus, create means forimplementing the functions/acts specified in the flowchart and/or blockdiagram block or blocks. These computer readable program instructionsmay also be stored in a computer readable storage medium that can directa computer, a programmable data processing apparatus, and/or otherdevices to function in a particular manner, such that the computerreadable storage medium having instructions stored therein comprises anarticle of manufacture including instructions which implement aspects ofthe function/act specified in the flowchart and/or block diagram blockor blocks.

The computer readable program instructions may also be loaded onto acomputer, other programmable data processing apparatus, or other deviceto cause a series of operations steps to be performed on the computer,other programmable apparatus, or other device to produce a computerimplemented process, such that the instructions which execute on thecomputer, other programmable apparatus, or other device implement thefunctions/acts specified in the flowchart and/or block diagram block orblocks.

The flowchart and block diagrams in the Figures illustrate thearchitecture, functionality, and operation of possible implementationsof systems, methods, and computer program products according to variousembodiments of the present invention. In this regard, each block in theflowchart or block diagrams may represent a module, segment, or portionof instructions, which comprises one or more executable instructions forimplementing the specified logical functions. In some alternativeimplementations, the functions noted in the block may occur out of theorder noted in the Figures. For example, two blocks shown in successionmay, in fact, be executed substantially concurrently, or the blocks maysometimes be executed in the reverse order, depending upon thefunctionality involved. It will also be noted that each block of theblock diagrams and/or flowchart illustration, and combinations of blocksin the block diagrams and/or flowchart illustration, can be implementedby special purpose hardware-based systems that perform the specifiedfunctions or acts or carry out combinations of special purpose hardwareand computer instructions.

The present disclosure relates to systems and methods used to create aglobal conversation thread by connecting conversations across differentcommunication channels (different means of communication) by linking theconversations based on their content. A programmed system may look forcertain information based on the content of the conversations in orderto identify connected conversations, with a focus on scenarios that mayinvolve market abuses by parties to the conversation or as a subject ofthe conversation.

FIG. 1 depicts a schematic diagram of one illustrative embodiment of aglobal conversation system 100. The global conversation system 100includes, for example, a central server 110 and a plurality of userdevices 120 each associated with a user 130 and which are all connectedthrough a network 140. The central server 110 and the plurality of userdevices 120 are functionally represented as singular separate componentsbut it should be understood that the disclosed embodiments are not solimited. Moreover, the devices may be combined in some embodiments. Forexample, the central server 110 and/or the components thereof may beintegrated into one or more of the user devices 120. The users 130 areindividuals which are interchangeably described herein as participantsin one or more individual conversations via user devices 120, whereinsuch individual conversations may be combined into a global conversationby the central server 110.

FIG. 1 illustrates three user devices 120A, 120B, 120C as making up theplurality of user devices 120 and three respective users 130A, 130B,130C as making up the users 130. It should be understood that thisrepresentation is exemplary and that other embodiments may include more(or less) user devices 120 and associated users 130. Moreover, it is notnecessary that each user device 120 only have one associated users 130.In some embodiments, a single user 130 may represent all participantsassociated with a user device 120, such as multiple people that are inassigned to the same role within an organizational structure (e.g., amanager, assistant, paralegal, accountant, etc.).

The central server 110 may be implemented in hardware and/or softwareand may include various constituent components. These components mayinclude, for example, one or more processing devices, one or more memorydevices, and/or one or more databases. The central server 110 isparticularly configured as an information hub which is configured toreceive data from the user devices 120 and transmit data to the userdevices 120. For example, the central server 110 may be configured as aprocessing server which receives conversation data from the user devices120. In an embodiment, the central server 110 is a server, but is notlimited to such an embodiment.

The user devices 120 are preferably computing devices configured to beoperated by users 130 and deliver data to the global conversation system100. The user devices 120 may be, for example, personal computers (e.g.,laptops, desktops, etc.), tablets, smart phones, etc. The user devices120 may include constituent components. These components may include,for example, I/O devices which are configured to collect data associatedwith user input, communication hardware for sending and receiving datato and from other components of the global conversation system 100, anda display device for displaying information to the user 130, such as adisplay screen configured to display a user interface. The user devices120 are configured to support various platforms associated withconversations between users 130. For example, the user devices 120 maysupport communication platforms, such as platforms associated withmessaging programs, email programs, video feeds, audio feeds, camerainput and other images, web browsers, social media, mobile applications,etc.

The users 130 may be individuals which are associated with a respectiveuser device 120. For example, the users 130 may be employees of one ormore companies which are participating in a conversation. The users 130are different people with different personal characteristics. The users130 may be employees in different companies, departments, have differentprofessions, etc. The users 130 may include customers and employees,such as clients and financial professionals managing the client'sfinances.

The network 140 may be a local or global network and may include wiredand/or wireless components and functionality which enable communicationbetween the central server 110 and the user devices 120. The network 140may be embodied by the Internet, provided at least in part via cloudservices, and/or may include one or more communication devices orsystems which enable data transfer to and from the systems andcomponents of the central server 110 and user devices 120.

In accordance with some exemplary embodiments, the elements of globalconversation system 100 include logic implemented in specializedhardware, software executed on hardware, or any combination ofspecialized hardware and software executed on hardware, for implementingthe global conversation system 100. In some exemplary embodiments, theglobal conversation system 100 may be or include the IBM Watson™ systemavailable from International Business Machines Corporation of Armonk,N.Y., which is augmented with the mechanisms of the illustrativeembodiments described hereafter.

FIG. 2 is a block diagram of an example data processing system 200 inwhich aspects of the illustrative embodiments are implemented. Dataprocessing system 200 is an example of a computer, such as a server orclient, in which computer usable code or instructions implementing theprocess for illustrative embodiments of the present invention arelocated. In one embodiment, FIG. 2 represents a server computing device,such as the central server 110, which implements the global conversationsystem 100 described herein.

In the depicted example, data processing system 200 can employ a hubarchitecture including a north bridge and memory controller hub (NB/MCH)201 and south bridge and input/output (I/O) controller hub (SB/ICH) 202.Processing unit 203, main memory 204, and graphics processor 205 can beconnected to the NB/MCH 201. Graphics processor 205 can be connected tothe NB/MCH 201 through an accelerated graphics port (AGP).

In the depicted example, the network adapter 206 connects to the SB/ICH202. The audio adapter 207, keyboard and mouse adapter 208, modem 209,read only memory (ROM) 210, hard disk drive (HDD) 211, optical drive (CDor DVD) 212, universal serial bus (USB) ports and other communicationports 213, and the PCI/PCIe devices 214 can connect to the SB/ICH 202through bus system 216. PCI/PCIe devices 214 may include Ethernetadapters, add-in cards, and PC cards for notebook computers. ROM 210 maybe, for example, a flash basic input/output system (BIOS). The HDD 211and optical drive 212 can use an integrated drive electronics (IDE) orserial advanced technology attachment (SATA) interface. The super I/O(SIO) device 215 can be connected to the SB/ICH 202.

An operating system can run on processing unit 203. The operating systemcan coordinate and provide control of various components within the dataprocessing system 200. As a client, the operating system can be acommercially available operating system. An object-oriented programmingsystem, such as the Java™ programming system, may run in conjunctionwith the operating system and provide calls to the operating system fromthe object-oriented programs or applications executing on the dataprocessing system 200. As a server, the data processing system 200 canbe an IBM® eServer™ System p® running the Advanced Interactive Executiveoperating system or the Linux operating system. The data processingsystem 200 can be a symmetric multiprocessor (SMP) system that caninclude a plurality of processors in the processing unit 203.Alternatively, a single processor system may be employed.

Instructions for the operating system, the object-oriented programmingsystem, and applications or programs are located on storage devices,such as the HDD 211, and are loaded into the main memory 204 forexecution by the processing unit 203. The processes for embodiments ofthe global conversation system 100 can be performed by the processingunit 203 using computer usable program code, which can be located in amemory such as, for example, main memory 204, ROM 210, or in one or moreperipheral devices.

A bus system 216 can be comprised of one or more busses. The bus system216 can be implemented using any type of communication fabric orarchitecture that can provide for a transfer of data between differentcomponents or devices attached to the fabric or architecture. Acommunication unit such as the modem 209 or network adapter 206 caninclude one or more devices that can be used to transmit and receivedata.

Those of ordinary skill in the art will appreciate that the hardwaredepicted in FIG. 2 may vary depending on the implementation. Otherinternal hardware or peripheral devices, such as flash memory,equivalent non-volatile memory, or optical disk drives may be used inaddition to or in place of the hardware depicted. Moreover, the dataprocessing system 200 can take the form of any of a number of differentdata processing systems, including but not limited to, client computingdevices, server computing devices, tablet computers, laptop computers,telephone or other communication devices, personal digital assistants,and the like. Essentially, data processing system 200 can be any knownor later developed data processing system without architecturallimitation.

Those of ordinary skill in the art will appreciate that the hardwaredepicted in FIG. 2 may vary depending on the implementation. Forexample, the data processing system 200 includes several componentswhich would not be directly included in some embodiments of the globalconversation system 100. However, it should be understood that a globalconversation system 100 may include one or more of the components andconfigurations of the data processing system 200 for performingprocessing methods and steps in accordance with the disclosedembodiments.

Moreover, other internal hardware or peripheral devices, such as flashmemory, equivalent non-volatile memory, or optical disk drives may beused in addition to or in place of the hardware depicted. Moreover, thedata processing system 200 can take the form of any of a number ofdifferent data processing systems, including but not limited to, clientcomputing devices, server computing devices, tablet computers, laptopcomputers, telephone or other communication devices, personal digitalassistants, and the like. Essentially, the data processing system 200can be any known or later developed data processing system withoutarchitectural limitation.

FIG. 3 is a flowchart of an exemplary process 300 for creating a globalconversation thread. In an exemplary embodiment, the central server 110may perform one or more steps of process 300. In step 310, the centralserver 110 receives conversation data including identifying detailsassociated with one or more conversations from one or more user devices120. The identifying details may include user information, conversationcontent, generic details, specific details, etc.

In step 320, the central server 110 may model each conversation thread.For example, the central server 110 may model each person as a node andeach conversation between people as a connector between the nodes.Conversations may occur between two people, in one example. For example,a first employee may converse with a customer/client via email.Conversations may also occur between more than two people, such as in aconference call. In another example, a conversation may occur with onlyone user involved, such as through a memorandum, note, email to self,etc.

In step 330, the central server 110 may extract features from theconversations. For example, the central server 110 may extract personalinformation, and content features. The content features may include, forexample, level one features and level two features. In otherembodiments, the content features may include different categories offeatures (e.g., level one-four features). Level one features mayinclude, for example, personal versus business, trade versus non-trade,forex versus equity to associate various categories and sub-categoriesof the communication. Level two features may be more specific andinclude, for example, ticker (i.e., stock or asset identifier) in thecase of equity or currency in the case of foreign exchange transaction,number of units of ticker or currency and the price tag associated withthe conversation, etc. Level two features may include transactiondetails associated with a financial transaction. In other words, levelone features may be related to generic identifying features of theconversation and level two features may be more specifically related tothe content and/or intent of the conversation.

In step 340, the central server 110 is may link related conversations tocreate a global conversation thread. The conversations detected by thecentral server 110 may occur between different people, via differentuser devices, and involve different platforms for the communication.However, each individual conversation may be related to one or moreother individual conversations as part of a larger global conversationon the same topic. For example, two individuals may conduct aconversation related to market abuse, such as planned fraudulentactivity. The conversation may occur across different platforms (e.g., achat-based platform, an e-mail based platform, an audio-based platform,etc.), such as to attempt to avoid detection The central server 110 isconfigured to link related conversations across different platforms anddevices to identify a global conversation that may allow the centralserver 110 to identify global conversation related to market abusescenarios.

FIG. 4 is an example model of a first conversation between twoindividuals “John” and “Mary.” The data associated with the firstconversation may include meta data about each person such as whether theperson is an employee of a particular company, a potential identity ofthe person, a customer/company identifier, number of years of contact,and communication profile (e.g., how frequently communicated and whattopics). If the individual (e.g., “John”) is an employee, the personalinformation may include the department, the years employed, additionaldetails regarding position, etc.

The data associated with the first conversation may also include metadata about the conversation (e.g., content data, background data, etc.).The content data may include level one features such as general categoryinformation (e.g., business, trade, forex, etc.), parties,platform/channel of the conversation (e.g., text messaging, chatchannel, email, phone, video conference, social media, etc.), date,duration of call, etc. The content data may also include, for example,level two features such as financial details, such as an amountdiscussed, currency, ticker, etc.

The central server 110 may be configured to perform natural languageprocessing to create additional meta data features for a conversation.For instance, the central server 110 may categorize a conversation basedon words or phrases used, may determine an intent of a conversation,identify the topic of conversation, etc. The central server 110 may usea feedback/machine learning process to improve the process as moreconversations are collected.

In some embodiments, the details associated with a single conversationbetween “John” and “Mary” may be grouped with other conversationsbetween the same people as part of a grouped conversation thread. Theconversation thread may also include details that are extracted by thecentral server 110, such as intent of the conversation, role pattern,period of conversation, number of conversations in the thread, etc. Insome aspects, the grouped conversations between two individuals may beconsidered a “global conversation thread” that provides details aboutthe discussion between the two people.

FIG. 5 is another example model of a second conversation between twoindividuals “John” and “Joe.” This conversation may be between twoemployees of the company, such as a member in the trading department anda front desk employee. The central server 110 may receive meta dataabout each person and content data about the conversation. The contentdata may include level one and level two features that generically andspecifically describe the conversation. The central server 110 may trackmultiple conversations between the “John” and “Joe” and create a groupedconversation thread.

FIG. 6 is a flowchart of an exemplary process 600 for linking individualconversations to create a global conversation thread. For instance,process 600 may include a process to link a single conversation instanceto another single conversation instance. In another example, the process600 may include linking a grouped conversation between two people toanother grouped conversation between two other people (e.g., at leastone different person). The central server 110 may perform one or moresteps of process 600. The process 600 may be a stepped filtering processto determine which conversations are related. The central server 110 maytarget conversations about a particular topic, such as market abusescenarios.

In step 610, the central server 110 may identify overlappingconversation threads. Step 610 may be an initial filtering mechanismbased on certain features, such as timing, intent, role pattern, etc.,to identify close/similar conversations. For example, the central server610 may identify all conversations between particular people, roles,during a certain time, involving specific words. The central server 110may use a simple rule model or a machine learning model to group theconversations.

In some embodiments, the central server 110 may identify overlappingconversations threads by comparing the proximity of one or more featuresof the conversation. For instance, the central server 110 may use timingproximity (e.g., how close in time the conversations occur), intentproximity (e.g., how similar the intent of the conversations are), orrole pattern proximity (e.g., what role do the individuals have in theconversation and how similar is the pattern). The use of timingproximity may include matching conversations within a selected timeperiod. The use of intent proximity, in some embodiments, includescomparing a similarity of topics of conversations within theconversation threads. The use of role pattern proximity may includecomparing the positions of entities in conversations to identify similarpatterns. The central server 110 may use a combination of timingproximity, intent proximity, and role pattern proximity to identifyoverlapping conversations between entities.

In step 620, the central server 110 may group people and form largergroups of operations. For example, the central server 110 may furtherfilter conversations based on the people involved, the department withina company, the role of the individuals, etc.

In step 630, the central server 110 may use rules to target relatedconversations of interest. For example, the central server 110 maytarget conversations that include particular features, such as financialterms, ticker, negotiation terms, result of the conversation, eventtriggers, etc.

In some embodiments, the central server 110 may target relatedconversations based on a determined intent of the conversation. Forexample, the central server 110 may identify the role of a participantin an individual conversation and a determined intent of theconversation to determine whether there is a pattern across multipleconversations. The central server 110 may use a supervised machinelearning model, such as a fraud analysis model to differentiate betweenvalid (e.g., typical work conversations) and invalid (e.g., fraudulentbehavior) activities.

In step 640, the central server 110 may collect filtered conversationsand create a global conversation thread. The global conversation threadmay include collected data that relates to the global conversationthread. For example, the global conversation thread may include levelone features such as categories of the constituent conversations (e.g.,business, trade, forex, order, buy). The global conversation thread mayalso include level two features such as communication patterns, etc.Other data may include time period of the overall conversation, numberof individual conversations, average duration, etc.

In some embodiments, the global conversation thread may be analyzed foranomalies that may be of interest. For example, the central server 110may provide the global conversation thread to a fraud detection systemto determine whether the conversation includes or may include fraudulentor undesirable activity. The global conversation thread, being acombination of conversations across different platforms, enables thedetection system to have a more complete picture of interactions betweenentities (e.g., the same people, people in the same roles), as opposedto only those conversations that occur on the same platform.

FIG. 7 is an example model of a global conversation thread formed fromthe first conversation and the second conversation. For example, theglobal conversation may be a combined conversation between “John” and“Mary” and “Joe.” The central server 110 may store meta data related tothe global conversation thread. The communication may be user or groupcommunication. The global conversation may be abstracted to the roleinstead of the individual. For example, instead of “Joe” the identifiermay be a role, such as “front desk attendant.”

An exemplary method for creating a global conversation thread includesidentifying conversations across different communication channels andbetween various parties, modeling each conversation using connectednodes, extracting basic and specific details of the conversation, andlinking modeled conversations to each other based on the extractedinformation. Disclosed embodiments include features that allow linkingof conversations even if they are between different parties on differentcommunication channels. As a potential result, the global conversationsystem may reliably detect market abuse situations by connecting theconversations across different communication channels. The system mayinclude providing an alert when an anomaly is detected in a globalconversation thread.

The present description and claims may make use of the terms “a,” “atleast one of,” and “one or more of,” with regard to particular featuresand elements of the illustrative embodiments. It should be appreciatedthat these terms and phrases are intended to state that there is atleast one of the particular feature or element present in the particularillustrative embodiment, but that more than one can also be present.That is, these terms/phrases are not intended to limit the descriptionor claims to a single feature/element being present or require that aplurality of such features/elements be present. To the contrary, theseterms/phrases only require at least a single feature/element with thepossibility of a plurality of such features/elements being within thescope of the description and claims.

In addition, it should be appreciated that the following descriptionuses a plurality of various examples for various elements of theillustrative embodiments to further illustrate example implementationsof the illustrative embodiments and to aid in the understanding of themechanisms of the illustrative embodiments. These examples are intendedto be non-limiting and are not exhaustive of the various possibilitiesfor implementing the mechanisms of the illustrative embodiments. It willbe apparent to those of ordinary skill in the art, in view of thepresent description, that there are many other alternativeimplementations for these various elements that may be utilized inaddition to, or in replacement of, the example provided herein withoutdeparting from the spirit and scope of the present invention.

The system and processes of the Figures are not exclusive. Othersystems, processes and menus may be derived in accordance with theprinciples of embodiments described herein to accomplish the sameobjectives. It is to be understood that the embodiments and variationsshown and described herein are for illustration purposes only.Modifications to the current design may be implemented by those skilledin the art, without departing from the scope of the embodiments. Asdescribed herein, the various systems, subsystems, agents, managers, andprocesses can be implemented using hardware components, softwarecomponents, and/or combinations thereof. No claim element herein is tobe construed under the provisions of 35 U.S.C. 112, sixth paragraph,unless the element is expressly recited using the phrase “means for.”

Although the invention has been described with reference to exemplaryembodiments, it is not limited thereto. Those skilled in the art willappreciate that numerous changes and modifications may be made to thepreferred embodiments of the invention and that such changes andmodifications may be made without departing from the true spirit of theinvention. It is therefore intended that the appended claims beconstrued to cover all such equivalent variations as fall within thetrue spirit and scope of the invention.

What is claimed is:
 1. A computer-implemented method for creating aglobal conversation thread in a data processing system comprising aprocessing device and a memory comprising instructions which areexecuted by the processor, the method comprising: receiving dataassociated with a plurality of conversation threads, each conversationthread comprising one or more conversations between the same peoplehaving the same roles; modeling each conversation, comprising: modelingeach person as a node and each conversation between people as aconnector between nodes; extracting a plurality of features from theplurality of conversation threads; identifying overlapping conversationthreads of the plurality of conversation threads based on the pluralityof features; grouping the overlapping conversation threads based on thesame people having the same roles; applying matching rules to identifyrelated conversations including a targeted feature of interest, andcreating a global conversation thread based on the identified relatedconversations, the global conversation thread comprising conversationthreads across different platforms, wherein the global conversationthread includes a date range of the global conversation thread, thenumber of conversations in the global conversation thread, and averageduration of the global conversation thread.
 2. The method of claim 1,wherein identifying overlapping conversation threads comprises comparingone or more of timing proximity, intent proximity, or role patternproximity.
 3. The method of claim 2, wherein comparing timing proximitycomprises matching the conversations within a selected time period. 4.The method of claim 2, wherein comparing intent proximity comprisescomparing a similarity of topics of conversations within theconversation threads.
 5. The method of claim 2, wherein comparing rolepattern proximity comprises comparing the position of entities in theconversations.
 6. The method of claim 2, wherein identifying overlappingconversation threads comprises comparing a combination of timingproximity, intent proximity, and role pattern proximity.
 7. The methodof claim 1, wherein the targeted feature of interest is a financialtransaction factor.
 8. The method of claim 7, wherein the financialtransaction factor is an amount of a transaction.
 9. The method of claim1, wherein the different platforms comprise a chat-based platform and anemail-based platform.
 10. The method of claim 8, wherein the differentplatforms comprise a text-based platform and an audio-based platform.11. A system for creating a global conversation thread comprising aprocessing device and a memory comprising instructions which areexecuted by the processor to perform a method comprising: receiving dataassociated with a plurality of conversation threads, each conversationthread comprising one or more conversations between the same peoplehaving the same roles; modeling each conversation, comprising: modelingeach person as a node and each conversation between people as aconnector between nodes; extracting a plurality of features from theplurality of conversation threads; identifying overlapping conversationthreads of the plurality of conversation threads based on the pluralityof features; grouping the overlapping conversation threads based on thesame people having roles; applying matching rules to identify relatedconversations including a targeted feature of interest, and creating aglobal conversation thread based on the identified relatedconversations, the global conversation thread comprising conversationthreads across different platforms, wherein the global conversationthread includes a date range of the global conversation thread, thenumber of conversations in the global conversation thread, and averageduration of the global conversation thread.
 12. The system of claim 11,wherein identifying overlapping conversation threads comprises comparingone or more of timing proximity, intent proximity, or role patternproximity.
 13. The system of claim 12, wherein comparing timingproximity comprises matching the conversations within a selected timeperiod.
 14. The system of claim 12, wherein comparing intent proximitycomprises comparing a similarity of topics of conversations within theconversation threads.
 15. The system of claim 12, wherein comparing rolepattern proximity comprises comparing the position of entities in theconversations.
 16. The system of claim 12, wherein identifyingoverlapping conversation threads comprises comparing a combination oftiming proximity, intent proximity, and role pattern proximity.
 17. Thesystem of claim 11, wherein the targeted feature of interest is afinancial transaction factor.
 18. The system of claim 17, wherein thefinancial transaction factor is an amount of a transaction.
 19. Thesystem of claim 11, wherein the different platforms comprise achat-based platform and an email-based platform.
 20. The system of claim18, wherein the different platforms comprise a text-based platform andan audio-based platform.
 21. A computer program product comprising anon-transitory computer readable storage medium storing programinstructions executed by a processor configured to create a globalconversation thread, the process comprising: receiving data associatedwith a plurality of conversation threads, each conversation threadcomprising one or more conversations between the same people having thesame roles; modeling each conversation, comprising: modeling each personas a node and each conversation between people as a connector betweennodes; extracting a plurality of features from the plurality ofconversation threads; identifying overlapping conversation threads ofthe plurality of conversation threads based on the plurality offeatures; grouping the overlapping conversation threads based on thesame people having the same roles; applying matching rules to identifyrelated conversations including a targeted feature of interest, andcreating a global conversation thread based on the identified relatedconversations, the global conversation thread comprising conversationthreads across different platforms, wherein the global conversationthread includes a date range of the global conversation thread, thenumber of conversations in the global conversation thread, and averageduration of the global conversation thread.